Analyst - IT Service Desk

**Service Desk – Analyst**

**Role Dimensions:**

The objective of this position is to provide both proactive and reactive first-line technical support across all sectors of Travelex. This role involves collaborating closely with IT colleagues, partners, suppliers, and various business units to establish a centralized point of contact for logging, resolving, and advancing IT-related requirements, inquiries and issues.

**Key accountabilities**

**Call Management**

+ Deliver best practices of call management:
+ To ensure that all calls are logged accurately within IT Service Desk.
+ Capture detail & correct information pertaining to all inbound calls.
+ Maintain professionalism on call.
+ Good knowledge of soft skills, empathy etc.

**Incident Management**

+ To ensure all calls are updated and resolved within SLA targets.
+ To endeavour to provide an ‘Above Customer Expectation’ service.
+ Undertake first line r...